Wifi router regularly dropping out and now freezing

[rlwoufc1]

Currently enduring daily issues with router (mostly late evenings/overnight) when connection is lost. On last two occasions the router is displaying solid white light and cannot be reset by pushing on/off switch - effectively frozen up. Only remedy is to remove power cable and then reset.

Have spoken to Technical team virtually daily for last 6 days or so on Live chat, checked everything, done factory reset etc etc., but still problem continues!

Any other suggestions please?

Router is Sagemcom FAST 5364 -3 T8 so a few years old!

[Debbie-TalkTalk]

Hi @rlwoufc1 

I'm so glad to hear this, thank you for letting me know 🙂

Debbie

[rlwoufc1]

Debbie, all good now 🤞

Engineer visit this morning and he diagnosed problems as router issue (very old model!) so swapped out with a replacement. All tested and working OK, so hopefully this is the long term solution!

Mention for your subcontract Engineer, Gregory - great guy, very helpful and full of good advice.

[Debbie-TalkTalk]

Hi @rlwoufc1 

I'm really sorry to hear this.

Would you like me to just go ahead and order a replacement router now?

[rlwoufc1]

Unfortunately engineer visit was cancelled at short notice but rescheduled for next Monday!

Service has stabilized after I did another router factory reset (3rd one) but still don't understand why I had seven consecutive days of disruption, router freezing etc. Hopefully engineer will get to the bottom of it.

[Michelle-TalkTalk]

Morning,

Just checking back in to see how you're getting on?

Thanks

Michelle

[Debbie-TalkTalk]

Hi @rlwoufc1 

No problem 🙂

Yes the TalkTalk engineer can swap out the router for you.

Please let me know how you get on following the engineer visit.

Thanks

Debbie

[rlwoufc1]

Debbie, thanks for the info. Was hoping engineer would have that option to swap out router!

[Debbie-TalkTalk]

Hi @rlwoufc1 

I'm sorry to hear this.

I can send you a replacement router but it will most likely arrive after the engineer visit you have booked.

If this is a TalkTalk engineer visit then they will be able to swap the router for you.

[rlwoufc1]

Remote technical guys unable to get to bottom of it so engineer visit booked for 23/10!

In meantime connection keeps dropping (late evening/overnight normally) and router freezes? 

Seems a great reluctance to swap out router and eliminate that as a potential cause?

[ferguson]

The support team here will be happy to help when they are back online tomorrow. 

[rlwoufc1]

Thanks for the comments! Yes I've done the pinhole reset on the advice of the Tech team, but within 8hrs the connection dropped again and router froze with solid white line still on. No other option other than to take out power cable and restart again. Very frustrating! Looks like I'll be back onto the Tech team again tomorrow morning when live chat reopens.

[fr8ys]

You say you have done a factory reset. Was this via the router web homepage or by the pin hole reset?

A pin reset is a factory reset and will put the router back to factory settings, albeit with the latest firmware.

With the router on use a pin and press this in the hole until the router restarts. Passwords are set back to initial values 

Hope it helps but if not, or you have already tried this, then do a line check via My Account to see if there are any issues.

Let us know how you get on please.